Patient Experience and Engagement

Patient Experience Delivery Group

The Patient Experience Delivery Group aims to improve patient and carers experiences by involving patients and carers in decisions about what services are provided, how they are delivered, and how they can be improved.

The group brings together Trust staff and patient representatives to ensure that the voice of patients, carers and the public is heard in the Trusts decision making processes, driving improvements, giving patient and carer perspectives on Trust practices, plans and reports supporting the Trust’s vision and values.

What is a Patient Representative?

A Patient Representative is a patient, carer, family member or member of the public with lived experience who contributes to service improvement by sharing their experiences and opinions. We welcome expressions of interest to become a patient representative. There are a range of different working groups that you could be part of, some of these include:

• End-of-Life Care
• Falls Prevention and Deconditioning
• Discharge Experience
• Catheter Care
• Deteriorating Patient
• Dementia Care

Please contact the Patient Experience Team if you would like to be involved or discuss further.

Volunteering

Volunteers enhance patient experience, provide practical and emotional support, strengthen connections with local communities, and complement the work of clinical and non-clinical staff.

If you would be interested in joining our team of volunteers in supporting patients and staff across Shropshire Community Health NHS Trust, please follow the link to our dedicated volunteer page or contact the Patient Experience Team. Volunteer Information

Observe and Act

Observe & Act is one of the ways we listen to patients, carers and families to better understand their experiences of our services. It is a patient experience improvement tool that looks at a person's whole experience of care from their perspective, helping us to identify what is working well and where improvements can be made.

Observe & Act sessions are carried out by trained staff and volunteers who observe care and speak with patients, carers and service users to gain a deeper understanding of their experiences. These sessions provide real-time insights into how services are experienced and allow immediate feedback, recognition of excellent practice and identification of opportunities for improvement.

During your visit to one of our services, you may be approached by a trained observer to invite you to share your experience of the service. This is completely voluntary and feedback is anonymous to maintain confidentiality.

The information gathered through Observe & Act is shared with service teams and used to support learning, service development and quality improvement. It helps us celebrate good practice, understand what matters most to the people who use our services and ensure that patient experience remains at the heart of everything we do.

EMBRACE

Shropshire Community Health NHS Trust is proud to be a member of the EMBRACE LGBTQ+ Community Network, demonstrating our commitment to providing inclusive, compassionate and person-centred care for all. Through our involvement in EMBRACE, we are working collaboratively to better understand the experiences of LGBTQ+ people, improve equality and inclusion across our services, and ensure that every patient, family member, carer and colleague feels respected, valued and supported. We welcome feedback from our LGBTQ+ communities to help shape and improve our services and reduce health inequalities.

As part of the EBRACE campaign we have signed their covenant and made a series of pledges to ensure that the Shropshire Community Health NHS Trust and the services it provides are welcoming and inclusive.

EMBRACE visualised a future where the LGBTQ+ are fully integrated into the community - one that values their experiences, meet their needs, and offers appropriate personalised care as they age.

Equality and Inclusivity

At Shropshire Community Health NHS Trust, we are committed to ensuring that everyone feels valued, respected and included. We recognise and celebrate the diverse communities we serve and are dedicated to providing equitable, person-centred care that meets the individual needs of our patients, families, carers and staff.

We actively seek feedback from people of all backgrounds and experiences to help us understand what matters most, reduce health inequalities, improve accessibility, and ensure our services are welcoming, inclusive and responsive for everyone. Through ongoing engagement, partnership working and continuous improvement, we strive to create an environment where every voice is heard and every individual is treated with dignity and respect.

For more information please visit Patient services & equality